Customer Service Experience Lead

Please login or register as jobseeker to apply for this job.

: TYPE OF WORK

Full Time

: SALARY

TBD

: HOURS PER WEEK

48

: DATE UPDATED

Oct 13, 2026

JOB OVERVIEW

We’re a fast-moving DTC brand selling across Shopify, Amazon, TikTok Shop, and Walmart. We’re looking for a senior, highly analytical Customer Experience Lead to own our CX operation across all channels. You’ll lead 15+ CX agents and multiple Team Leads, while owning the systems, data, automation, and processes that allow CX to scale efficiently.

This is not a “manage the support team” job. It’s a “build, optimize, and scale the entire customer experience engine” job.

What you’ll actually own:

1. Team Leadership
Lead and develop 15+ CX agents through multiple Team Leads.
Own:
Team Lead and agent performance
Training, QA, coaching, and accountability
Staffing, coverage, and workforce planning
SOPs, escalation processes, and team structure
You should be experienced managing managers, not just individual contributors.

2. Gorgias, Automation & AI
Own and continuously optimize our CX technology.

Deep expertise in:
Gorgias macros, rules, automations, tags, routing, and reporting
AI-powered support and agent assistance
Self-service, FAQ and knowledge base
Workflow automation
QA and ticket categorization
Constantly ask: What can be automated, eliminated, or made better?

3. Ecommerce Customer Experience
Own the customer journey from pre-purchase through retention.

Improve:
Pre-purchase sales and conversion
Product recommendations and customer education
Post-purchase communication
Shipping and fulfillment experience
Returns, refunds, and cancellations
Retention and save-the-sale opportunities
Customer self-service
Understand how CX impacts conversion, AOV, retention, and LTV, not just CSAT.

4. Data, Refunds & Revenue Protection

Own CX analytics and identify the root cause behind:
Refunds
Cancellations
Returns
Chargebacks
Ticket volume
Customer retention
Agent productivity
Build strategies to prevent refunds and chargebacks—not just process them.

5. Multi-Channel & Operations
Own CX across Shopify, Amazon, TikTok Shop, Walmart, and Social Channel comments, including their different customer-service requirements and policies.

Partner closely with Operations on:
Shipping delays
Lost/damaged packages
Fulfillment issues
Inventory problems
International shipping
Proactive customer communication

6. Voice of Customer
Turn customer interactions into actionable business intelligence.
Identify recurring:
Customer objections
Product questions
Complaints
Sentiment trends
Reasons for refunds/cancellations
Bring those insights to Ecommerce, Marketing, Product, Creative, and Operations.

What success looks like:

First 30 days:
Audit Gorgias, macros, workflows, automation, and AI.
Evaluate Team Lead/agent performance.
Identify major ticket, refund, cancellation, and chargeback drivers.
Build a 90 day CX roadmap.

First 90 days:
Implement 90 day CX roadmap
Major Gorgias and automation improvements shipped.
Meaningful AI implementation and optimization.
Clear team performance standards.
Identify pre-purchase/post-purchase flow opportunities.
Reduced unnecessary tickets and operational friction.
Improvements in CSAT, refunds, cancellations, and chargebacks.

Ongoing

Success is measured by:
CSAT | Refunds | Cancellations | Chargebacks | AI Automation |Ticket Volume | Revenue Influenced by CX

Requirements:

5+ years CX/customer service experience with DTC ecommerce
Experience managing 15+ agents and multiple Team Leads.
Proven experience managing managers.
Extensive, hands-on Gorgias experience.
Strong Shopify/ecommerce experience.
Experience optimizing pre- and post-purchase customer flows.
Deep experience with Gorgias macros, automations, rules, and workflows.
Strong CX data and analytics experience.
Experience with refunds, cancellations, returns, and chargebacks.
Heavy, practical use of AI and automation.
Experience in a high-volume, fast-growth environment.

Strongly preferred:

Experience across Shopify, Amazon, TikTok Shop, and Walmart.
7–8+ figure DTC experience.
Experience with retention, LTV, and save-the-sale strategies.
Experience building CX KPI/reporting systems.
Strong understanding of fulfillment and ecommerce operations.
Experience using AI to materially reduce support workload.

This is probably not for you if:

You’ve only managed a small support team.
You’ve never managed Team Leads/managers.
Your Gorgias experience is primarily as an agent.
You think CX is simply about answering tickets faster.
You’re not highly analytical.
You don’t actively use AI to improve workflows.
You prefer maintaining systems rather than constantly optimizing them.

How to apply:

Send us:
Big wins — The largest CX team you’ve managed and results you drove.
Gorgias — One workflow, macro, or automation you built and its impact.
CX optimization — One example of reducing refunds, cancellations, chargebacks, or ticket volume.
AI — How you’re currently using AI in CX.
Your resume or LinkedIn.

SKILL REQUIREMENT

Ecommerce Customer Service Team Leadership

SHARE THIS POST

Job Post	Reporter	Rank	Reason	Date

BENCHMARKS

Loading Time: Base Classes	0.0008
Controller Execution Time ( Jobseekers / Job )	0.0119
Total Execution Time	0.0132

GET DATA

No GET data exists

MEMORY USAGE

1,519,832 bytes

POST DATA

No POST data exists

URI STRING

jobseekers/job/Customer-Service-Experience-Lead-1749259

CLASS/METHOD

jobseekers/job

DATABASE: onlinejobs (Jobseekers:$db) QUERIES: 13 (0.0059 seconds) (Hide)

0.0004	`SELECT * FROM exrates WHERE rate_name = 'USD-PHP'`
0.0004	SELECT * FROM `employer_jobs` WHERE `job_id` = 1749259 LIMIT 1
0.0006	SELECT * FROM `employers` WHERE `employer_id` = 227753 LIMIT 1
0.0003	SELECT COUNT(*) AS `numrows` FROM `t_thread` `t` LEFT JOIN `t_thread_misc` `misc` ON `t`.`id` = `misc`.`thread_id` WHERE `t`.`job_id` = 1749259 AND `misc`.`id` IS NULL
0.0004	SELECT e.business_name, e.logo, e.website, e.rebill_date, e.date_added member_date, hits, DATEDIFF('2026-10-22',ej.date_added) duration_days, DATEDIFF('2026-10-22',e.rebill_date) duration_rebill, ej.*, e.deactivate FROM employers e, employer_jobs ej WHERE e.employer_id = ej.employer_id AND ((e.user_level >= '500' AND ej.date_added <= e.rebill_date) OR e.employer_id = '' OR (ej.date_approved <> '2000-01-01' and DATEDIFF('2026-10-22',ej.date_added) <= 14 )) AND e.deactivate != 1 AND ej.deleted = 0 AND job_id = '1749259'
0.0003	SELECT * FROM `employer_jobs_skills` `ejs` LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id` WHERE `job_id` = 1749259
0.0007	`UPDATE employer_jobs SET hit_counts = '*Oct-13-2026=520Oct-14-2026=335Oct-15-2026=96Oct-16-2026=54Oct-17-2026=41Oct-18-2026=5**Oct-22-2026=2' WHERE job_id= '1749259'`
0.0006	`UPDATE employer_jobs SET monthly_hits = '***Oct-2026=1053' WHERE job_id= '1749259'`
0.0003	`SELECT date_sent FROM jobseeker_sent_emails WHERE jobseeker_id = '' AND job_id = '1749259' AND status LIKE 'sent%' ORDER BY id DESC`
0.0003	SELECT * FROM `employer_jobs_skills` `ejs` LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id` WHERE `job_id` = 1749259
0.0010	SELECT COUNT(*) AS `numrows` FROM `employer_jobs` WHERE `employer_id` = '227753' AND `date_added` >= '2022-06-08'
0.0004	`select * from teasers`
0.0002	`SELECT * FROM skill_categories WHERE skill_cat_id=''`

HTTP HEADERS (Show)

SESSION DATA (Show)

__ci_last_regenerate	1792649179
last_page	https://v1.stage.onlinejobs.ph/jobseekers/job/Customer-Service-Experience-Lead-1749259
csrf-token	b68a8130a913a62cdc20709642b89e5e

CONFIG VARIABLES (Show)

base_url	https://v1.stage.onlinejobs.ph
log_threshold	2
enable_profiler
index_page
uri_protocol	PATH_INFO
url_suffix
language	english
charset	UTF-8
enable_hooks	1
subclass_prefix	MY_
composer_autoload	vendor/autoload.php
permitted_uri_chars	a-z 0-9~%.:_\=\-\+\@?\&
enable_query_strings
controller_trigger	c
function_trigger	m
directory_trigger	d
allow_get_array	1
log_path
log_file_extension
log_file_permissions	420
log_date_format	Y-m-d H:i:s
error_views_path
cache_path
cache_query_string
encryption_key	OdBUArjiWg9I7u7bvAwQ7Fu35VB1kzga
sess_driver	files
sess_cookie_name	ci_session
sess_expiration	2678400
sess_save_path
sess_match_ip
sess_time_to_update	300
sess_regenerate_destroy
cookie_prefix
cookie_domain
cookie_path	/
cookie_secure
cookie_httponly
standardize_newlines
global_xss_filtering	1
csrf_protection
csrf_token_name	csrf_test_name
csrf_cookie_name	csrf_cookie_name
csrf_expire	7200
csrf_regenerate	1
csrf_exclude_uris	Array ( )
compress_output
time_reference	local
rewrite_short_tags
proxy_ips
ojadmin	JpjZkQN5A8l@^L
salt	+UFjSAT49tPZLtmU2CIG2FYN7pRhgsWyLHgSyQa6k3I=
queue_enabled
twilio	Array ( [sid] => AC00c0594045c6eef9407e8fff01f3d467 [token] => f0bfc0b73444a077894a43f5f75e6d41 [length] => 6 [from] => +639221200200 [code_expiry_seconds] => 14400 )
maintenance	Array ( [admin] => Array ( [verification] => ) [announcement_bar] => Array ( [show_slow_issue_message] => ) )
trustpilot	Array ( [to_email] => onlinejobs.ph+3d844ebf71@invite.trustpilot.com )
services	Array ( [google_tag_manager] => Array ( [id] => GTM-T5CQMS6P ) [chatgpt] => Array ( [secret] => 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 ) [claude] => Array ( [secret] => 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 ) )
v2_url	https://v2.onlinejobs.ph
replacemyself_secret_key	Kk1WpgTMkc4wBQOqC5rqCssdLhACKrsJeTtO1ywUkT4=
app	Array ( [app] => Array ( [command] => Array ( [map] => Array ( [OnlineJobs\Mailer\Command\SendEmailCommand] => OnlineJobs\Mailer\Handler\SendEmailHandler [OnlineJobs\Mail\Command\SendEmailCommand] => OnlineJobs\Mail\Handler\SendEmailHandler [OnlineJobs\Mail\Command\QueueEmailPendingCommand] => OnlineJobs\Mail\Handler\QueueEmailPendingHandler [OnlineJobs\Mail\Command\QueueJobEmailPendingCommand] => OnlineJobs\Mail\Handler\QueueJobEmailPendingHandler [OnlineJobs\Mail\Command\QueueUnapprovedEmailCommand] => OnlineJobs\Mail\Handler\QueueUnapprovedEmailHandler [OnlineJobs\Mail\Command\ProcessEmailQueueCommand] => OnlineJobs\Mail\Handler\ProcessEmailQueueHandler [OnlineJobs\Mail\Command\PutJobseekerEmailOnHoldCommand] => OnlineJobs\Mail\Handler\PutJobseekerEmailOnHoldHandler [OnlineJobs\Purchase\Command\RealEstateVaCourseCommand] => OnlineJobs\Purchase\Handler\RealEstateVaCourseHandler [OnlineJobs\Test\Command\HelloCommand] => OnlineJobs\Test\Handler\HelloHandler ) [middleware] => Array ( ) ) [providers] => Array ( [0] => OnlineJobs\Bus\BusServiceProvider [1] => OnlineJobs\Database\DbServiceProvider [2] => OnlineJobs\Mailer\MailerServiceProvider [3] => OnlineJobs\Support\SupportServiceProvider [4] => OnlineJobs\Employer\ServiceProvider [5] => OnlineJobs\Jobseeker\ServiceProvider [6] => OnlineJobs\Mail\ServiceProvider [7] => OnlineJobs\Postal\ServiceProvider [8] => OnlineJobs\Queue\ServiceProvider [9] => OnlineJobs\Courier\ServiceProvider [10] => OnlineJobs\Job\ServiceProvider [11] => OnlineJobs\Purchase\ServiceProvider ) ) )
meta	Array ( [facebook] => Array ( [input] => 1 [connect] => 2 [timezone] => 3 [url] => 30 [id] => 31 [photo] => 32 [name] => 33 [email] => 34 [review] => 35 ) [trust] => Array ( [government_id] => 4 [utility_bill] => 5 [selfie_photo] => 6 [profile_picture] => 7 [phone_number] => 8 [facebook] => 9 ) [verify] => Array ( [profile_picture] => 10 [government_id] => 11 [selfie_photo] => 12 [utility_bill] => 13 [address] => 14 [name] => 15 [reviewed] => 16 [government_group] => 28 [address_group] => 29 [mobile] => 38 ) [address] => Array ( [complete] => 17 [room_unit_no] => 20 [house_no] => 21 [street] => 22 [subdivision] => 23 [barangay] => 24 [city] => 25 [province] => 26 [postcode] => 27 ) [reviewed] => Array ( [similar_names] => 1 ) [name] => 18 [phone] => 19 [sms_verification_code] => 36 [resend_verification_code] => 37 [address_read] => 39 [first_name] => 100 [middle_name] => 101 [last_name] => 102 [edit] => Array ( [government_id_group] => 40 [address_group] => 41 [mobile_group] => 42 ) [salary_re_entry] => 103 [id_proof_recalibrate] => 104 [email] => 44 [mobile_verification_type] => 45 )
honeypot	Array ( [name_field] => my_name [enabled] => 1 )

HTTP_ACCEPT	/
HTTP_USER_AGENT	Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)
HTTP_CONNECTION	Upgrade
SERVER_PORT	80
SERVER_NAME	v1.stage.onlinejobs.ph
REMOTE_ADDR	127.0.0.1
SERVER_SOFTWARE	Apache/2.4.58 (Ubuntu)
HTTP_ACCEPT_LANGUAGE
SCRIPT_NAME	/index.php
REQUEST_METHOD	GET
HTTP_HOST
REMOTE_HOST
CONTENT_TYPE
SERVER_PROTOCOL	HTTP/1.1
QUERY_STRING
HTTP_ACCEPT_ENCODING	gzip, br, zstd, deflate
HTTP_X_FORWARDED_FOR	216.73.217.141
HTTP_DNT

Customer Service Experience Lead

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

Why is this blurred?